I Heart Salon's Patrick Smith

He writes the "Ask The Pilot" column for Salon.com. It's probably the most informative on-going column on their site. In this week's column, Smith makes a very profound statement:

Travelers don't want to be coddled, but they do want dignity, efficiency and a modicum of comfort.

Hear him, hear him! This is so true. Customer Service 101, something most airlines flunk.